Quality Assurance Team Lead

Job Description: Quality Lead:

Position Overview: The Quality Lead will be responsible for ensuring excellence in chat and email-based customer support operations within a BPO contact center. This role focuses on monitoring, evaluating, and improving agent performance, ensuring compliance with quality standards, and driving initiatives that enhance customer satisfaction and operational efficiency across non-voice channels.

Key Responsibilities
Quality Monitoring
Audit chat and email interactions to assess accuracy, tone, compliance, and resolution effectiveness.
Provide structured feedback and coaching to agents.
Conduct calibration sessions to align quality standards across teams.
Performance Management
Track KPIs such as CSAT (Customer Satisfaction Score), NPS, FCR (First Contact Resolution), AHT (Average Handling Time), and email response SLA.
Support team leaders in performance reviews and improvement plans.
Drive continuous coaching and mentoring initiatives.
Process Improvement
Identify recurring issues in chat and email workflows and recommend corrective actions.
Collaborate with training teams to design modules addressing quality gaps.
Implement best practices to enhance customer experience.
Compliance & Governance
Ensure chat and email interactions comply with company policies, client requirements, and data security standards.
Maintain documentation of quality audits and compliance reports.
Act as a subject matter expert for quality standards in non-voice support.
Stakeholder Collaboration
Partner with operations, training, and client teams to align quality goals.
Present quality insights and improvement strategies to management.
Support onboarding new processes with quality frameworks.

Required Skills & Competencies
Strong expertise in chat and email support operations.
Proficiency in CRM tools, ticketing systems, and reporting dashboards.
Excellent analytical, coaching, and written communication skills.
Ability to drive continuous improvement initiatives.
Strong stakeholder management and presentation skills.
Demonstrated ability to investigate complex problems, identify underlying causes, and apply structured problem-solving methodologies.
Skilled in defining specific, measurable, and sustainable actions to address identified root causes and drive continuous improvement

Qualifications
Bachelors degree in business administration, Communication, or related field.
4–7 years of experience in BPO quality assurance, with at least 3 years in chat/email support.
Certification in Quality Management (Six Sigma, COPC, or equivalent) preferred.
Experience in transactional quality.
Able to work in terms of business opportunities, growth, revenue.
Excellent skills on Excel/Quality Tools / Data Analysis / Analytical Skills / Reporting.
Excellent problem-solving capabilities and lateral thinking skills